At HayPost USA, we are committed to providing reliable international shipping and excellent customer service. This Refund Policy explains when refunds may be issued, when they are not available, and how customers may request a refund.

By using HayPost USA services, you agree to this Refund Policy.

1. SHIPPING CHARGES

Shipping charges are earned once a shipment has been accepted and processing has begun.

Because international shipments involve transportation providers, customs authorities, and other third parties, shipping charges generally become non-refundable once the shipment has entered our processing system.

2. CANCELLATION BEFORE SHIPMENT

If a shipment has not yet been processed or dispatched, customers may request cancellation.

If approved, HayPost USA may refund the shipping charges, less any costs already incurred for packaging, handling, payment processing, or administrative services.

Once a shipment has been dispatched or transferred to a carrier, it cannot be cancelled.

3. TRANSIT DELAYS

Estimated transit times shown on our website are provided for informational purposes only and are not guaranteed.

Refunds are not available for delays caused by:

Customs inspections
Airline schedule changes
Weather conditions
Government actions
Security inspections
Holidays
Labor disputes
Force majeure events
Incorrect addresses
Incomplete customs documentation
Recipient unavailability
Other circumstances beyond HayPost USA's reasonable control
4. LOST SHIPMENTS

If a shipment is confirmed lost while under the responsibility of HayPost USA or its transportation partners, customers may submit a claim.

Claims are reviewed individually.

Any compensation will be determined according to:

The insurance purchased (if any);
Complimentary coverage provided by HayPost USA (if applicable);
Carrier limitations;
Applicable laws and international shipping regulations.

HayPost USA reserves the right to investigate all loss claims before issuing compensation.

5. DAMAGED SHIPMENTS

Customers should inspect shipments immediately upon delivery.

If damage is discovered:

retain the original packaging;
photograph the package and its contents;
report the damage as soon as possible;
provide any requested documentation.

Failure to preserve packaging or provide requested documentation may result in denial of the claim.

Damage resulting from inadequate packaging provided by the customer may not be covered.

6. CUSTOMS DELAYS OR SEIZURES

HayPost USA is not responsible for delays, inspections, storage charges, duties, taxes, penalties, seizures, confiscations, or destruction of shipments by customs authorities or other government agencies.

Shipping charges are not refundable because customs authorities exercise independent legal authority over international shipments.

7. INCORRECT SHIPPING INFORMATION

Customers are responsible for providing accurate:

sender information;
recipient information;
addresses;
customs declarations;
package contents;
declared values.

Refunds will not be issued for delays, returns, additional transportation charges, or delivery failures resulting from incorrect information provided by the customer.

8. PROHIBITED ITEMS

Shipments containing prohibited or restricted items may be refused, returned, delayed, surrendered to authorities, or destroyed in accordance with applicable laws.

Shipping charges are not refundable in these situations.

Customers remain responsible for any government penalties, return transportation charges, storage fees, or other related expenses.

9. REFUNDS FOR OVERPAYMENTS

If HayPost USA determines that a customer has been overcharged because of a billing or processing error, the overpayment will be refunded or credited to the customer's account.

Refunds will be processed using the original payment method whenever reasonably possible.

10. PAYMENT DISPUTES AND CHARGEBACKS

Customers are encouraged to contact HayPost USA before initiating a chargeback with their financial institution.

If a chargeback is filed for services that were properly provided, HayPost USA reserves the right to dispute the chargeback and provide shipment records, payment records, tracking information, delivery confirmations, and other supporting documentation.

Fraudulent or abusive chargebacks may result in suspension or permanent closure of the customer's account.

11. NON-REFUNDABLE SERVICES

The following are generally non-refundable once provided:

Shipping charges after dispatch;
Customs processing fees;
Packaging services already completed;
Insurance premiums;
Government duties and taxes;
Customs examination fees;
Storage charges;
Returned payment fees;
Payment processing fees where permitted by law;
Additional carrier charges incurred after shipment acceptance.
12. CLAIM SUBMISSION

To request a refund or file a claim, customers should contact HayPost USA as soon as possible after discovering the issue.

Please include:

Tracking number;
Sender name;
Recipient name;
Description of the issue;
Supporting photographs (if applicable);
Copies of receipts or invoices when requested.

Providing complete information helps us review your request more efficiently.

13. REFUND PROCESSING

Approved refunds are generally processed within 7–14 business days, although processing times may vary depending on the original payment method and financial institution.

HayPost USA is not responsible for delays caused by banks, credit card issuers, or payment processors.

14. CHANGES TO THIS POLICY

HayPost USA reserves the right to modify this Refund Policy at any time.

Any updated version becomes effective immediately upon posting on our website.

Continued use of our services constitutes acceptance of the revised Refund Policy.